How To Track & Manage Orders

Order Management covers every order you place across NowPatient, including:

Tap the Orders icon in the floating navigation menu. Your orders screen opens straight away, organised into three clear categories: Current, Past, and On Hold.

Your orders are split into three tabs to make them easy to find:

Current — orders that have been placed but not yet delivered to you.

Past — orders that have been successfully fulfilled and delivered.

On Hold — orders that need your attention before they can move forward.

Your complete order history is available from the day you created your NowPatient account. There is no cut-off date — all past orders are always there when you need them.

Each order shows a status so you always know exactly where things stand. To see the status of a specific order, go to the Current Orders tab and tap on the order. The order detail will expand to show the invoice value, item descriptions, and current status.

Status labels can vary slightly between services — for example, a prescription order may show: Pending Processing → Dispensed → Dispatched → Delivered. The meaning is always clear from the label.

Yes. Every time your order status changes, NowPatient sends you a push notification, an email, and an in-app notification. You can also view all your notifications at any time in the ‘Notifications’ section of your account homepage.

Tap any order in your list to expand the order detail view. You will see everything in one place: the items ordered, quantities, pricing, delivery address, estimated delivery date, and current status.

On Hold means your order has been paused and cannot progress until something is resolved. This might be a prescription that needs verifying, a payment issue, or a request for more information. Your order will never be cancelled without warning — you will always receive a notification telling you exactly what is happening and what to do next.

You will receive a push notification, an email, and an in-app notification as soon as your order is placed on hold. Each notification will explain the reason and the steps you need to take. You can also see the On Hold status on the order itself in the On Hold tab of Order Management.

The most common reasons include:

Resolving a hold is straightforward:

Not automatically. Your order stays on hold until the required action is completed — there is no timer that cancels it without warning. If a deadline ever applies, your notification will make this clear upfront.

Yes. If you decide you no longer want to proceed, contact the NowPatient support desk and the team will cancel the order for you. Please note that cancellation terms can vary depending on the service and how far the order has already been processed.

Go to the Past Orders tab in Order Management. You can scroll through the list or use the filter or search to find a specific order by service or date.

No. Because NowPatient orders can include products from multiple services, it is not possible to simply repeat a past order. To place a new order, start a fresh order through the relevant service.

Yes, in two ways:

The NowPatient support team is ready to help:

You can also contact the team directly from within the app using the in-app help or contact function.

Get in touch with NowPatient support as soon as possible and have your order reference number to hand. The team will look into it with the courier or pharmacy and let you know the next steps, which may include sending a replacement or arranging a refund.